Saqib Qazi
Kitchener
Summary
Qualified Advanced Technical Support Specialist with 4 years of helpdesk and customer service experience. Provides comprehensive support for Windows,Mac and Network Equipments . Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
6
6
years of professional experience
Work History
Technical Support Specialist
Kelly Services
03.2022 - Current
- Served as primary point of contact for all IT-related queries within organization, directing users to appropriate resources when necessary.
- Engaged in user support interactions via telephone, chat and email platforms.
- Delivered essential system monitoring and second-tier technical support for students, faculty, and staff. Ensured that support is thorough, concise, and results in courteous, timely, and effective resolution of end-user issues.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
Service Desk Analyst
Smashing Pixel
04.2021 - 03.2022
- Supported diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Provided after-hours support as needed to minimize business impact during downtime events.
Help Desk Technician
Fanatics,INC
09.2020 - 03.2021
- Provided basic end-user troubleshooting, Desktop and AV devices support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
BTS
Bell
01.2019 - 08.2020
- Installation of services set up and configure telecommunication services, including internet, television, and telephone lines.
- Troubleshooting and repair diagnose and fix issues related to connectivity, wiring, signal strength, and other network problems.
- Maintenance of equipment perform routine checks on cables, modems, routers, and other telecommunications equipment to ensure optimal performance.
- Customer support assist customers in understanding their services and equipment, answering questions, and providing guidance on usage.
- Cabling and wiring install and repair underground, aerial, and indoor wiring to ensure proper signal transmission.
- Documentation maintain records of installations, repairs, and customer interactions, ensuring proper follow-up and service continuity.
- Safety compliance follow safety regulations and company policies when handling electrical equipment, climbing poles, and working in hazardous conditions.
Education
Advanced Diploma - Application Developer |Mobile Specialization
TRIOS COLLEGE
Mississauga01.2022
Bachelor of Software Engineering -
UNIVERSITY OF SCIENCE &. TECHNOLOGY
Pakistan01.2014
Skills
- Virtualization
- Window Service Deployment
- Window Service Deployment (Capture Image)
- Active Directory
- Window Server installation
- Operating Systems: Windows, MacOS,Android
- Programming Languages: Objective C, C#,Swift
- Ticketing Systems: Salesforce, Core
- Remote Access Tools: SafeView, Bombgard, TeamViewer and AnyDesk
- ITSM Knowledge
- Diagnostic Protocol Implementation
- Data Recovery
- Ticket support system management
- Network Administration
- Communication: Strong verbal and written communication skills, active listening, and customer-oriented approach
- Leadership
Hobbies
Playing Sport, Keeping up with Technologies,Reading Books,Travailing
Timeline
Technical Support Specialist
Kelly Services
03.2022 - Current
Service Desk Analyst
Smashing Pixel
04.2021 - 03.2022
Help Desk Technician
Fanatics,INC
09.2020 - 03.2021
BTS
Bell
01.2019 - 08.2020
Advanced Diploma - Application Developer |Mobile Specialization
TRIOS COLLEGE
Bachelor of Software Engineering -
UNIVERSITY OF SCIENCE &. TECHNOLOGY
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